ComplaintsforBMW of Bloomfield

• Initial Complaint

  04/13/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On January 10th I had an appointment made to have my 2012 750li *** diagnosed because I had an oil leak on the car. They sent me a email the same day in regards where the oil leak was coming from. I had just purchased the car in July from a dealer ******. They sold me a Warrenty called perform first. My *** advisor was *********************. I provided him all the info he needed to contact the Warrenty. Days go by and I hadnt heard from the dealer or Warrenty. I finally call the *** advisor the January 16 and he stated how the **************** wasnt responding and how their servers were down. So I called the Warrenty to follow up and yes they were experiencing server issues where you couldnt reach them. **** said he would keep calling and keep me posted. Now February 3rd I get a call from Hesh stating that hes been calling and hasnt been able to reach anyone and basically telling me either I pay to fix it or come pick up the car. So I picked the car brought it back home. I called the Warrenty about March 2nd or 3rd because the car wouldnt start and they explain to me how they approved the car to be fixed at *** for $8,100 leaving me with a deductible of $100. The **************** states that they emailed Hesh the *** advisor the approval and everything they needed to start fixing the car back in January 15 a day before the warranty started experiencing server issues. I now call *** asking to speak to a manager. I was speaking with ***** who went into Hesh email and seen the warranty authorization back in January 15. He then stated that the Warrenty didnt cover two parts which were the i joint and stabilizer. He said due to fact or their error in not seeing the email they (***) would cover those two parts for free since I had also paid the $250 diagnostic fee. Now the car has a blown engine and the Warrenty dont want to cover it and *** are telling me I need to pay for the engine which is ****. This is all *** fault. **** never checked his email and never back to me.

  Business response

  04/17/2023

  ***************** car was towed to BMW of Bloomfield severely leaking oil, we diagnosed the vehicle and reached out to a 3rd party warranty company as ************** requested.

  We started the claim process with the warranty company and a representative was sent to inspect the vehicle.
  

  The warranty company emailed us the approvals for the claim to repair the oil leak on January 15th, however, it went to the spam folder. 

  Since we did not receive the expected email we tried to contact the warranty company to follow up and found that the warranty companies phone system was out, the warranty companies "phone systems were down".

  We halted any work on the vehicle since we were unable to confirm the status and validity of the claim and the warranty company. The continued phone problem at the warranty company and the inability to speak to anyone at the warranty company gave us great concern with the validity of the claim and the warranty company.

  We continued to call the warranty company throughout the week and were unable to get through due to the phone system problems.

  We advised the ************** that we cannot perform any work until we get in contact with his warranty company. We also advised ************** not to take the vehicle due to the oil leaks and ************** told us he was going to take it and park it at home.

  ************* drove the vehicle out of BMW of Bloomfield. ************** continued to drive the vehicle until the vehicle stalled. The vehicle was towed to an independent non-franchised repair shop.  That shop told ************** that the engine has seized. ************** reached out to BMW of Bloomfield to let us know that he had it at another shop and that the warranty company phone system was back up.

  ************* neglected to tell us that the engine had seized.

  We called the warranty company to reactivate the prior claim and confirmed all the covered repairs. We then suggested ************** have the vehicle brought to BMW of Bloomfield for the repairs.

  Upon inspecting the car at BMW of Bloomfield, we found that ************** had driven nearly **** miles since the car was removed from BMW of Bloomfield in January 2023. We contacted the warranty company to input a new claim for an engine seizure. The warranty company denied the claim due to the vehicle being driven with the prior reported oil leaks.

  After BMW of Bloomfield confirmed the engine seizure, the operation of the warning light that alerts the driver to oil pressure and/or low oil level was also confirmed to be operational.

  We have offered to discount the repair to help the customer, however the warranty company considers the engine failure from low oil negligence and denied the claim. The warranty company also declined to participate in any way with the cost of the repair/replacement of the engine.

  Sincerely,

  
  *********************************
  General Manager
  BMW of Bloomfield

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I'M VERY UNHAPPY WITH THE SERVICE THE SALESPERSON ( *********************) DON'T PROVIDE. NEVER FOLLOWED UP LIKE HE PROMISED MORE CONCERNED ABOUT NUMBERS THAN CUSTOMERS I WILL NEVER GO INTO THAT DEALSHIP AGAIN VERY VERY POOR CUSTOMER SERVICE!!! THAT'S NOT THE SALESPERSON I ORIGINALLY HAD WISH THEY WOULD HAVE NOT SWITCHED I WAS PLANNING ON PURCHASING A CAR. HE NEEDS TO WORK ON HIS CUSTOMER SERVICE SKILLS, HE'S LACKING KNOWLEDGE ABOUT CUSTOMER SERVICE , AND HE HAS TO REMEMBER TO ALWAYS FOLLOW UP THAT'S A PLUS. OVERALL I THINK THE DEALSHIP IS MORE CONCERNED ABOUT NIMBERS THAN CUSTOMERS BECAUSE THAT NOT THE FIRST BAD EXPERIENCE I HAD WITH *** BLOOMFIELD IT HAPPEN BACK IN **** WHEN I PURCHASE MY INFINITI Q45 I WAS THINKING ABOUT PURCHASING A *** FIRST BUT THE SERVICE WAS SO BAD THAT I WENT TO INFINITI. ALL ABOUT THE NUMBERS IT NEVER CHANGED STILL THE SAME AFTER ALL THESE YEARS SAD.STILL POOR CUSTOMER SERVICE!!!YOU DON'T EVEN GREET YOUR CUSTOMER WHEN COME IN.

  Business response

  08/12/2022

  Dear ********************, I am very sorry to learn of your experience but happy you took the time to communicate with us. I believe you were interested in finding a new *** 330. BMW of Bloomfield does not have any 330 sedans in inventory or in our allocation. The new *** 330 are not available at this time. Our salesperson offered a pre-owned 330 in an effort to help find an alternative to the new 330 since there were no new 330 available. I would be happy to speak to you directly to see if there is more that I need to know about your experience. You can reach me on my direct line at ************ if you would like to discuss this further. 

   

  Best regards, 

   

  ******* Finsilver 
  General Manager

  ************

  Customer response

  08/12/2022

  
  Complaint: 17705453
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  01/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In July 2021 I leased a *** X3 w BMW of Bloomfield, **. At the time i lived in CT. The first car got a crack windshield. They could not repair so they had to get me another vehicle. They delivered a new *** a few weeks later and told me i would be receiving my plates. During this time i left multiple vms w sales , and the manager as to where my plates were? I was moving to ******* at the end of the month and needed plates. It is now Jan, 2022 and car still has paper temp plates from Aug. i can not drive the car or get it registered in ******* since it was never registered. Im paying the monthly payments and insuring a car i can not drive.I want plates or for them to take the car back.

  Business response

  01/25/2022

  ******************** leased a new *** in July of 2021 while residing at ******************************************************************. All documents pertaining to this transaction have this address, including the registration documents. There was a delay in processing the out of state registration due to several factors and during this time period ******************** moved to *******. ******************** requested and we provided the documents needed so she could register the vehicle in *******. Unfortunately, *** FS took the position that the vehicle had to be registered in ** first before getting ******* registration. We are working with *** Financial Services, the lessor, and ******************** to resolve this issue. Both our ***************************** and our GSM ********************* have been communcating with ******************** and *** FS in an effort to resolve this issue. We are waiting for a response from *** FS, as the lessor, as to how they want us to proceed to register this vehicle in *******. As soon as we have that deterimination we will notifiy ******************** and proceed with the registration process. 

   

  Best regards,

   

  *********************************

• Initial Complaint

  11/03/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I bought out my lease on Oct 1 from BMW of Bloomfield. They have failed to provide a license plate and registration for my vehicle. The temporary tag expired on 10/30. I went into the dealership on 10/30 after my phone calls and voicemails weren't returned. The ** offered to pay for fines incurred while ILLEGALLY operating an unregistered vehicle. I have been 5 days without a vehicle and can't get a response when I call.

  Business response

  11/03/2021

  Dear **************, we have just contacted the *** service we use for out of state registration and they confirmed it is with ******* *** for processing. I am sorry for the delay but it is out of our control. I have asked our *** admin to overnight you another NJ temp registration. 

   

  We have been told the ******* reg should be back next week.

   

  *********************
  General Sales Manager

  Customer response

  11/03/2021

  
  Complaint: 16089378
  
  I am rejecting this response because:
  

  **************,

   

  Would you please confirm the address for the overnight delivery? The address on the temporary registration is incorrect for shipping purposes (it has my ******* street address with ** as the state).
  
  
  Regards,
  
  ***************************

  Business response

  11/03/2021

  ***************************
  H: **************
  W: **************
  C: **************
  
  ****************
  *************************************************************************************************************************************** us why here...

• Initial Complaint

  09/28/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased a pre-owned car from this dealer in May of 2021. I have waited over 4 months and still have not received my registration. For the last 2 months they have had me drive the car around with expired temporary plates. Each time I call they tell me I will receive something in the mail by the end of the week and that they will call me with an update and nothing happens. I dropped off the car with the salesman I purchased the car from this past Saturday (Sept 25th) and he mentioned that I will get a call back from him Monday the 27th and I did not. I left him a voicemail this morning and still I have not heard back from him. I need a refund on the car that I cannot get registered under my name and I refuse to wait any longer.

  Business response

  09/29/2021

  We apologize for the delay in obtaining a permanent registration. The title was misplaced and a duplicate requested. We have the submitted the duplicate to the *** with a lien release from **************** Services and this was initially ejected, incorrectly by the ***, because *** wanted a lien release from *************** Services, but Lexus and **************** Services are the same company. *** has the documents and we have explained that Lexus and ****** FS are the same company and are waiting for *** to accept and process registration. 

  We will reimburse the owner for any tickets, summons or expense incurred from an expired temp registration due to this delay. We hope to have this resolved within a week.
  

   

  Best regards,

   

  *********************************

  General Manager

  Customer response

  09/29/2021

  
  Complaint: 15914414
  
  I am rejecting this response because:
  

   

  This should have been explained earlier in the process. I have purchased another car since I turned in this car to you and will no longer need it. I need a refund. 
  
  
  Regards,
  
  *********************

• Initial Complaint

  06/02/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2012 BMW X5 that was having engine issues and stopped working. I decided to take it to the dealership where they revealed the engine was cracked in multiple places. That would translate it needs a new engine and they offered to provide one for 11k. I advised that was too steep a price and it was reduced to 9k. After the vehicle was in their possession and a receipt was provided, they tried to fix the already damaged motor and the car was giving additional problems. The thermostat stopped working and which I was charged 600 to fix and then the engine gave out again due to bad coils and now they are charging 1100 which is refuse to pay. I am simply asking for a new engine like promised or my money back.

  Business response

  06/03/2021

  This vehicle was brought to BMW of Bloomfield because the front differential blew up. The customer submitted an insurance claim. The insurance company inspected the vehicle and reviewed the repair cost and totaled the vehicle since the repair estimate was greater than the value of the vehicle. Regardless of the decision of the insurance company the owner wanted the vehicle repaired. I have attached the invoice for the repairs performed. The repairs performed were the replacement of the front differential and associated components, replacement of tires and brakes. There was no engine related work performed. The vehicle is now in our service department with a poor running complaint and engine warning lights on. We have found aftermarket coils and spark plugs and have recommended the replacement of all the coils and spark plugs. These obvious faults must be corrected prior to performing a full diagnosis of the poor running complaint. The replacement of the coils and plugs may correct the running issue but we cannot guarantee this will correct and address all engine performance issues. The estimate for the replacement of the coils and spark plugs is approximately $2000. 

   

  Best regards,

   

  Richard Hwang
  Service Manager
  973-748-8200
  extension 1518

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